Strategic Imperatives Adds Inbound Call Performance Management

Published on 13/01/2010

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Strategic Imperatives, the provider of virtual network solutions today announced the release of PerformNT, a new service that offers corporates and call centres a comprehensive view on how they are managing incoming calls and provides them with the information needed to ensure that they are delivering a high quality customer touch point.

PerformNT is a strategic planning tool that addresses key business challenges faced by organisations managing a high volume of inbound calls. It provides an insight into multiple historical and real-time parameters to determine calling patterns, level of dropped calls, response times and average handling times. The information is summarised by year, month or day so that trends can be identified and a proactive approach taken to resolve any potential issues.

PerformNT requires no software or hardware deployment and utilises Strategic Imperatives proven SaaS infrastructure to provide a clear view on a number of critical satisfaction indicators including: Call waiting times, duration of calls, level of demand, incoming and outgoing, peak call periods and number of dropped calls.

PerformNT utilises new functionality made available via the Openreach next generation fixed line platform (known as WLR3) to access and analyse exchange level information previously only available to BT Retail enterprise customers. It enables resellers to offer an equivalent service and a more integrated solution portfolio.
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“This is an excellent opportunity for resellers to offer a highly sought after service that until today has been out of reach to all but BT’s direct customers” said Wail Sabbagh, Managing Director at Strategic Imperatives.

PerformNT is available as a white label service for any communication provider or reseller using WLR3 to offer to their enterprise customers.